Summary
Overview
Work History
Education
Skills
Timeline
Generic

Felicia Givhan

Birmingham

Summary

Dynamic Shift Lead with a proven track record at Home Depot, excelling in team motivation and customer service management. Skilled in employee training and inventory management, I foster a collaborative environment that enhances performance and resolves issues effectively, contributing to increased customer satisfaction and operational efficiency.

Overview

8
8
years of professional experience

Work History

Shift Lead

Home Depot
01.2025 - Current
  • Monitored performance metrics to identify areas for improvement and ensure adherence to quality standards.
  • Fostered a collaborative team environment by encouraging feedback and facilitating team meetings for problem-solving.
  • Assisted in scheduling staff shifts to optimize coverage during peak hours while managing labor costs effectively.
  • Resolved customer inquiries and complaints promptly, contributing to a positive shopping experience for patrons.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
  • Trained new associates on store policies, customer service standards, and inventory management procedures.

Team Leader

Sam's Club
10.2022 - Current
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Organized professional development workshops, contributing to ongoing growth and expertise of team.
  • Trained new associates on store policies, customer service standards, and inventory management procedures.
  • Led team in achieving daily operational goals through effective communication and task delegation.

Shift Leader

Walgreens
06.2024 - 03.2025
  • Led team in achieving daily operational goals through effective communication and task delegation.
  • Trained new associates on store policies, customer service standards, and inventory management procedures.
  • Coordinated product restocking efforts to maintain optimal inventory levels and enhance customer satisfaction.
  • Implemented process improvements that streamlined workflows and reduced operational delays within the department.

Team Leader

Walmart
12.2020 - 12.2024
  • Led team in achieving daily operational goals through effective communication and task delegation.
  • Trained new associates on store policies, customer service standards, and inventory management procedures.
  • Coordinated product restocking efforts to maintain optimal inventory levels and enhance customer satisfaction.
  • Implemented process improvements that streamlined workflows and reduced operational delays within the department.

Sales Associate

Belks Dept Store
06.2018 - 11.2020
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Supported inventory management through restocking shelves and tracking products
  • Engaged with customers to address inquiries and provide product knowledge
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Sales Associate

Home Depot
01.2018 - 09.2020
  • Assisted customers in product selection to enhance shopping experience
  • Processed transactions efficiently using point-of-sale systems
  • Maintained store organization and cleanliness to improve visual appeal
  • Supported inventory management through restocking shelves and tracking products
  • Engaged with customers to address inquiries and provide product knowledge
  • Collaborated with team members to achieve sales goals and enhance service quality
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Housekeeping Supervisor

Home2 Suites by Hilton Hotel
06.2017 - 05.2019
  • Supervised daily cleaning operations to ensure compliance with health and safety standards.
  • Trained staff on effective cleaning techniques and equipment usage to enhance productivity.
  • Implemented inventory control measures for cleaning supplies, reducing waste significantly.
  • Conducted regular inspections of facilities to maintain high cleanliness standards and address issues promptly.
  • Developed and enforced housekeeping policies, improving overall team performance and accountability.
  • Coordinated scheduling for housekeeping staff, optimizing resource allocation during peak periods.
  • Mentored new employees, fostering a culture of teamwork and high-quality service in housekeeping operations.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
  • Managed laundry sorting, washing, drying, and ironing.
  • Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
  • Scheduled and prioritized tasks to staff, overseeing work completion.

Education

Canterbury High School
Montgomery Al

Skills

  • Customer service focus
  • Employee training
  • Guest service
  • Team motivation
  • Staff supervision
  • Staff motivation
  • Staff development
  • Operations management
  • Coaching and mentoring
  • Inventory management
  • Employee evaluation
  • Production leadership
  • Shift leadership
  • Positive attitude
  • Decision-making capacity
  • Cash handling
  • Team leadership
  • Problem-solving
  • Team supervision
  • Customer service management
  • POS system operation
  • Staff training and development
  • Flexible schedule
  • Training assistance
  • Team collaboration and leadership
  • Sales and upselling
  • Shift paperwork completion
  • Inventory counts
  • Motivational leadership
  • Issue resolution
  • Professional appearance
  • Policy and procedure enforcement
  • Safety processes and procedures
  • Policy enforcement
  • Sales expertise
  • Shift scheduling

Timeline

Shift Lead

Home Depot
01.2025 - Current

Shift Leader

Walgreens
06.2024 - 03.2025

Team Leader

Sam's Club
10.2022 - Current

Team Leader

Walmart
12.2020 - 12.2024

Sales Associate

Belks Dept Store
06.2018 - 11.2020

Sales Associate

Home Depot
01.2018 - 09.2020

Housekeeping Supervisor

Home2 Suites by Hilton Hotel
06.2017 - 05.2019

Canterbury High School

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Felicia Givhan